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Senior Advisor, IT Problem Management
Desjardins. Serve as an expert and influence teams in improving the maturity of service management and stability practices across the Property and Casualty Insurance IT Division .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service management principles and practices, particularly ITIL, while effectively leading cross-functional teams to enhance service stability and operational performance. Proficient in executive communication and data analysis to drive continuous improvement initiatives and strategic recommendations.
Highest-signal resume keywords
ITIL Framework ProficiencyIT Service ManagementData Analysis and Strategic RecommendationsExecutive CommunicationCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Management PracticesContinuous ImprovementGovernanceService Level AgreementsPerformance MonitoringManagement ReportingTraining DevelopmentKnowledge SharingOperational Performance ImprovementService Portfolio Development
Soft Skills
Effective CommunicationInterpersonal SavvyCustomer FocusNimble LearningAction Oriented
Industry Keywords
Property and Casualty InsuranceService StabilityCommunities of PracticeMultidisciplinary TeamsAmbiguity Management
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Serve as an expert and influence teams in improving the maturity of service management and stability practices across the Property and Casualty Insurance IT Division
- Act as a liaison between corporate practice governance teams and divisional delivery teams
- Help teams understand, adopt and effectively apply service management practices
- Continuously improve operational performance, strengthen service stability and develop service management practices
- Provide cross-functional leadership to multiple technical teams and partners
- Engage, influence and support multidisciplinary teams without a hierarchical reporting link
- Act as an ambassador for IT service management and promote adoption of service management practices
- Help teams, service owners, problem coordinators and managers apply service management practices and identify improvement opportunities
- Develop and lead awareness, training, knowledge sharing and collaboration mechanisms
- Oversee coordination and development of the division’s Stability Unit
- Lead local communities of practice and represent the division before corporate bodies and communities
- Monitor service performance and stability indicators to identify trends, discrepancies, risks and improvement opportunities
- Produce management reports and executive summaries
- Coordinate cross-functional continuous improvement initiatives
- Analyze initiative results, connect initiatives to observed gains and recommend priority actions
- Help define, develop and document the service portfolio, service level agreements and measurement mechanisms
Requirements
What you’ll need- Bachelor's degree in a related field
- A minimum of six years of relevant experience managing IT services, in continuous improvement, governance, stability or a related field
- Other combinations of qualifications and relevant experience may be considered
- Experience in executive communication
- Experience analyzing data and indicators and translating findings into strategic recommendations and concrete actions
- Experience facilitating communities of practice, working groups or governance bodies
- Knowledge of French is required
- Proficiency in IT service management principles, processes and best practices, particularly those derived from the ITIL framework
- Action oriented
- Ambiguity
- Communicates effectively
- Complexity
- Customer Focus
- Differences
- Interpersonal Savvy
- Nimble learning
- Plans and aligns
Benefits
Comp & perks- Competitive salary and annual bonus
- 4 weeks of flexible vacation starting in the first year
- Defined benefit pension plan that provides predictable, stable income throughout retirement
- Group insurance including telemedicine
- Reimbursement of health and wellness expenses and telework equipment
- Benefits apply based on eligibility criteria